CA Service Desk Manager Room for Improvement

Enterpri549c
Enterprise Application Administer
We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon. We are very excited about that. That is something we use a lot. We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want. This is something that we would like to see from the product, as opposed to what we have seen in the past, which is login, then go pick. It would be nice to say, "I like this, I like this." Fill up your cart, then go buy it. There is room for improvement. I think the product is going in a different direction than what is has before, which I think is good. I like that they are looking at things, and they are opening themselves up to the community and allowing for people to bring enhancements to them and ideas. To be able to share those ideas with their management. View full review »
Jeff Vielle
Regional IT Coordinator at Novus International
The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help, perhaps. It's gotten better though. It's a little more streamlined, which we like. But every little bit helps with the end-user for them to get assistance. View full review »
SystemsE77f2
Systems Enginee
I would like to see the API cleaned up. Right now, because of the way CA works, they combine a lot of applications. That's just the nature of it, they can't fix that probably. But the API is a mess, it's hard to navigate, hard to figure out. The documentation is okay, but from a back-end standpoint it's kind of difficult to work. View full review »
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Cassandra Cupples
Ca System Admin at MGM Resorts International
One thing that I'd like to see is with the Scoreboard usage. Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times. View full review »
Gurinder Giran
Senior Consultant
I would like to see the customization being more flexible. What that means that we do not have to go through a complicated process of applying a custom field to a Service Desk Manager application if it would be easier to do through an interface, which would be nicer. Some of the scripting parts, especially the spell scripts behind the scenes, if that could somehow be incorporated into the tool that would be helpful. View full review »
CindySmith
Senior Knowledge Manager at a financial services firm with 5,001-10,000 employees
There are a few things which bug me about it. For recent searches, if you are an analyst, if I click on it, it will pull up everything that I have looked at for the last ten years. Works great on the end user, they see their last five searches, or their last five documents, that they have looked at, but it does not work on the analyst side. There are a lot of messages that just are not necessary. For example, every time you go to view mode in a document, even if you have not updated it, it is like, "You have to save this." Why? You just keep clicking things. Something I have been asking for, probably for 20 years, we have a workaround for it, but they really want user names in the document owner and subject expert fields, and that is just not practical. I put group names in, and I have to do like three extra steps, because it does not recognize the user, and eventually it will save it. I have talked to people about that, years ago, and they were just like "No, it should be a user", and it should not. The people change. The groups are more consistent and will not change. So, I would like to be able to set that up. On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions. So, what would be more practical is to allow groups for write permissions, because there is probably only one group that should have write access, but then allow roles for the read access. E.g., all analysts can see this, but you have to be in this one group to edit the document and make any updates. View full review »
Henrik Ohlin
Service Architect at SANDVIK IT Global Shared Services
We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented. Right now, it's just tickets, tickets, tickets. It could be related to a CMDB topic, but it's the service perspective. We talk a lot about that with CA. That's the main improvement that we need to have in place. There are improvements ongoing in that direction, I should say. View full review »
Martin Mueller
Chief Technology Officer at a tech services company with 11-50 employees
The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process. For example, it could show that this change has five steps and the analyst is performing step three. Also, end users would benefit from this step view. Change Management is the most complex ITIL Process. Here a clear guidance for the person in action or all actors are important. Currently, there is room for improvement.The change process has a variable amount of steps to complete, depending on several attributes. If you look into a change, you should directly see that you are on step three out of seven, so you have a clear idea of how many steps have to be completed and how many are already completed. It gives you a good understanding of where you are in the process. View full review »
Don Lee
IT Manager at a financial services firm with 1,001-5,000 employees
I took a breakout session on CA Service Desk here at the CA World conference. We're at version 12.9 and they're on 14 and getting ready to go to 17, so just looking at some of the features that I saw in the breakout session on 14, I would like to see us get to that version so that we can exploit a lot of the functionality that's available with 14.1. View full review »
Lindsay Estabrooks
Principal Consultant at It Consultants
I think some of the work they're doing with the xFlow interface and the more collaborative tools. I think that's helping because this new generation of people like the social-media style of collaboration. I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half. View full review »
Grant Bischof
IT Support Tech at Value Drug
I come from a ticket background. I have been with this company for about a year, but I have been in the ticketing system with my previous company for the last six. The big thing, or the problem, that I have is not being able to see tickets on a bigger scale. I can see the request, or if it is the way they categorize them, but I can't see the overall bigger picture. Let us say, for example, I have a technician that is out for a week, and I want to go into all of his open tickets regardless whether it is a request incident or a change order. I can't do that very easily. I have to go through and look at the request. I have go through and look at the instance. I have to go through and look at change orders individually. Instead of being able to say okay what is on this technician's docket across the board. I have no way of doing that. We are still working towards integration with the hardware as well, where I have seen others products more tightly integrated with hardware. For example, with Quest KACE (formerly Dell), the hardware is right there. I can easily add hardware for a user to a ticket. I know you can do that in this, but it is not as easy. View full review »
ManagerN0040
Manager Network Operations Center
I've heard about the xFlow. I'm looking for the improved user interface. A lot of people complain about the amount of time it takes to do things in Service Desk. It's a very old product, 20 years, so there is a lot of legacy there, hard to shift. We would love to be able to do more on our mobile app for our technicians that wander the floors. We don't use the mobile app because its very difficult to use. I understand there are upgrades in the works there. If I had to choose, it would be more around the user interface than the mobile experience. View full review »
Reviewer2892
Vice President of Infrastructure Management at a transportation company with 10,001+ employees
* Reporting side * Workflow engine * Knowledge base * SLA calculation and customisation The SDM administration and customisation need deep information about architecture and vendor support continuously. Therefore, the quality of support service is very key. For PAM and BO, it is very hard to create and manage reports, dashboards, or workflows. These topics cause difficulties on application usage for analysts and end users. View full review »
William Teixeira
Data Administrator at a tech services company with 5,001-10,000 employees
One area that this product can improve is in the mobile user aspect. We need to get more solutions to our client's mobile, so they will have the same mobile experience that they have on their computer. View full review »
Softwaref8bb
Software Manager
The UI needs to be upgraded. View full review »
Kris Dunn
Manager Software Engineer at Appriss
* Simplification in the user interface * Being more expandable * Better documentation The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated, a lot of the things for the full functionality. View full review »
SystemsA1655
Systems Analyst
It would be nice to be able to just click the executable and have it do the upgrade with minimal configuration, post installs, etc. View full review »
Heather Geringer
Buisiness Analyst at Novus International
The new chat feature, I love that. They are always one step ahead of what we need. Usually, if I need something, I contact my rep and they tell us you have it. In general, in terms of improvement, I would say our reps need to be a little more one on one. In the past we've had issues with that. But our current rep we love. Maybe training could be better. Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available. View full review »
T Macul
Pre-Sales/System Architect at a tech services company with 5,001-10,000 employees
The solution could include in your own license other products to help your own customers embrace more disciplines to their needs. With a small licensing of these products, it's possible to present all the power of the power of suite. View full review »
OfficeMa56e6
Office Manager at a financial services firm with 1,001-5,000 employees
The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012. Right now you see it, it's very flat. View full review »
Hernan Dos Santos
Analytics Agile Methodology Manager with 5,001-10,000 employees
We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary. This should be provided in the next release. The product needs to have a better user experience in the interface and mobile functionality. View full review »
Dave Newman
Assistant Programmer at a financial services firm with 1,001-5,000 employees
As an end user I don't probably use it the way that other people would use it, but maybe automatic opening of tickets for other products would be helpful. I think that we would like to see tickets opened and closed automatically. We would also like to see different functions for employees versus administrators versus managers; people being able to lock down certain features once they are there. That could be available now and we just don't have it turned on. I have a feeling that the newer release has a lot of things in there that are useful for us, I've just haven't seen it because we don't have the newest release in. View full review »
Consult298936
Consultant at a financial services firm with 501-1,000 employees
* We would like more information about all the configurations that we have on our infrastructure side. * The interface for the users is a bit old-fashioned and not user-friendly. * We would like the CMDB to be populated automatically. At the moment, everything is manually created. View full review »
Fernando Bruno Videla
Security Architect at Netnix
Dashboards. Custom dashboards are really important because without that it takes too long to view some information. In the new version, xFlow is better. View full review »
Jose Juan Jaramillo
Application Analyst with 10,001+ employees
More user experience in the look and feel of the application. View full review »
Olnika Mogakane
Assistant Director with 1,001-5,000 employees
The monitoring tool is in need of improvement. View full review »
Find out what your peers are saying about CA (A Broadcom Company), ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: September 2019.
366,486 professionals have used our research since 2012.
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